Returns & Exchange Policy and Warranty
At Rainbow Loom Bands Australia, we want all customers to be completely satisfied with their purchase. Please review our Returns Policy below and contact us if you require any further information.
100% Money Back Authenticity Guarantee
As an authorised Australian stockist of Rainbow Loom®, we obtain all our Rainbow Loom® branded stock through official channels. As such, we are able to offer a 100% money back authenticity guarantee on any Rainbow Loom® branded product that is sold and proven to be non-genuine or counterfeit. We are proud to have never received any complaints of non-genuine or counterfeit products sold on our website and we intend to keep it that way!
Items Damaged in Transit and Faulty Items
If any items purchased on this website arrive damaged or faulty, please contact us within 7 days of receiving your items. You may be asked to provide a photo for clarification.
We will arrange to have the damaged or faulty items returned to us and either arrange for a replacement of the items at our cost or refund the price to you. Refunds will be processed via the original payment method used for your order.
Rainbow Loom Bands Australia reserves the right to assess the eligibility of goods for return (including the condition and age of the goods) before accepting them as returned.
Damaged or faulty items must be returned to us in the condition received by you with all original packaging, accessories and/or manuals. Please retain the original order satchel for the purposes of returning the damaged or faulty items.
No Change of Mind Refunds
Please choose carefully as refunds are not normally provided where you have simply changed your mind, made a wrong selection or simply found the goods cheaper elsewhere. We recommend you carefully preview any orders before adding them to your shopping cart and proceeding with your order.
Exchanges and Refunds
If you wish to exchange or refund any unopened items, please contact us within 7 days of receiving your items and notify us of your reasons. At our discretion, we may offer you store credit or a refund.
Once the items are returned to us in original condition at the cost of the customer, full store credit may be offered (excluding shipping costs) and can be used on any future online purchase. Responsibility for lost and damaged items in return transit is borne by the customer.
If we offer a refund, customers must cover the cost of return shipping and a 20% restocking fee may be applied. Refunds will be processed via the original payment method used for your order.
We cannot offer exchanges or refunds for any item that is returned to us and the seal is found to be broken e.g. on Rainbow Loom® kits, hooks and books; or where there are missing pieces, e.g. on rubber band refill bags, clips and charms.
Missing or Incorrect Items
If an order arrives to you is missing an item or contains an incorrect item, we will either refund the purchase price including delivery charges or provide a replacement product with delivery at our expense. Please contact us within 7 days of any missing or incorrect items. You may be asked to provide a photo for clarification.
All products on our website are subject to strict quality controls before we stock them on our website to ensure you receive only quality products.
If, in the unlikely event, you encounter an item purchased on our website with manufacturing flaws or which stops working or breaks through ordinary use, we will happily replace or refund it if you contact us within 30 days of your original purchase. This excludes items which are damaged by accident or misuse, e.g. dropped, crushed, squashed, stretched too far, excessive force applied, etc.
You may be asked to provide photographic evidence of the fault. Rainbow Loom Bands Australia reserves the right to assess the eligibility of goods for return (including the condition and age of the goods) before accepting them as returned.
Items being returned to us for warranty claims must be returned with all original packaging, accessories and/or manuals. Please retain the original order satchel for the purposes of returning the faulty items.